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Support

In some cases you will run into some problems with the TomTom software or your own. You will need to be in contact with your customers and possibly users to determine where the issue is. This page explains the tools available to you to help understand the problem.

Reporting defects to The BRIDGE team

For all defect reports at least the following information should be supplied:

Reproducibility can help determine the priority and severity of an issue. Please remember that some issue may only be reproducible with customer applications installed. Reproduce steps on “stock Bridge software” will help the Bridge team reproduce and fix the issue.

Very easy: Can be reproduced at when needed with clear reproduce steps on “stock Bridge software”.

Relatively easy: Can be reproduce with clear reproduce steps after a less than 10 attempts on “stock Bridge software”.

Hard: Difficult to reproduce with unclear reproduce steps or frequency. Such issues should rarely have Critical priority or severity.

Once the device boots logging will be enabled and logs will be written to SD card.

After the issue has been reproduced you can eject the SD card.

Priority of issues.

When contacting TomTom support it generally helps to understand the priority and the product impact of the issue. Some guidelines will help to set this.

Priority in short is the urgency the Bridge development team needs to place on an issue; the priority that TomTom and the customer together place on a defect. An important issue should be treated as such by both TomTom and customer. In the event no follow up is given by the customer the issue may be deemed to have less priority and downgraded.

Critical: Defect must be fixed before the next BRIDGE release. Customer / TomTom are expected to respond within 48 hours for each update.

Major: Defect does not block customer’s release but should be fixed at next possible opportunity. Customer / TomTom should respond within 1 week for each update.

Minor: Fix is nice to have but does not affect customer’s product much. Customer doesn’t need to respond but is expected to do so if they would like the issue fixed.

Product impact – what impact does the defect have on your product?

Safety: Problem has impact on safety of the end user or might create a dangerous situation.

Critical: Complete loss of functionality or data. Customer product cannot be shipped with this defect present.

Major: Major loss of functionality or data. Customer product can be shipped but has an issue that should be fixed at next opportunity.

Minor: Partial loss of functionality or data, incorrect functionality. Defect can be tolerated. Fix is preferred but not required.